ServiceNow reviews

Lots of fiefdoms now. Toxic leadership is encouraged and promoted, turning team members against each other. This has led to teams becoming completely distant and each one looking out for themselves.

High Expectations and Pressure: The role often involves meeting ambitious customer success metrics, driving adoption, and ensuring renewals, which can create significant pressure and workload. Complex Product Suite: ServiceNow's extensive and highly technical platform may require CSMs to have a steep learning curve to effectively guide customers, especially when managing multiple products. Cross-Functional Coordination Challenges: Collaborating across teams like sales, engineering, and support can sometimes lead to delays or miscommunication, impacting the ability to address customer needs promptly. Customer-Driven Schedules: CSMs need to align with customer timelines, which may include working outside standard hours to accommodate global clients or urgent issues. Dependence on Sales Teams for Success: The success of CSMs often depends on how well the sales teams set realistic expectations with customers during the sales process, which can occasionally lead to challenges in delivering promised outcomes.